Inspection on 06/10/08 for Willow View

This inspection was carried out on 6th October 2008.

CSCI found this care home to be providing an Good service.

The inspector found no outstanding requirements from the previous inspection report, but made 1 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Willow View 09/10/07

Willow View 16/10/06

Willow View 15/12/05

Willow View 04/07/05

Willow View 10/11/04

Willow View 13/05/04

Extracts from inspection reports are licensed from CQC, this page was updated on 31/03/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Willow View 1 Norton Court 201 Norton Road Stockton-on-Tees TS20 2BL     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Ian Armstrong     Date: 0 6 1 0 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: · · · · Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 17 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 17 Information about the care home Name of care home: Address: Willow View 1 Norton Court 201 Norton Road Stockton-on-Tees TS20 2BL 01642550935 Telephone number: Fax number: Email address: Provider web address: willow.view@sshc.co.uk Name of registered provider(s): Name of registered manager (if applicable) Lorna Burn Type of registration: Number of places registered: Tamaris Healthcare (England) Ltd care home 35 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia Additional conditions: Date of last inspection Brief description of the care home Willow View is a care home providing personal care for older people with dementia. The home is situated at Norton Court close to local shops, amenities and public transport. It is approximately two miles from Stockton town centre. The home is a two-storey purpose built building providing 35 single bedrooms all with en-suite toilet facilities. There are two lounges, one smokers lounge, two dining rooms and a garden area for residents to use. The home provides car parking for visitors. Information received by the inspector indicated fees charged by the home range from #390 to #425 per week. 0 Over 65 35 Care Homes for Older People Page 4 of 17 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: We carried out a visit to the home on the 06/10/08 which lasted a total of seven hours. We carried out a tour of the premises and looked at documentation including staff records and resident files. We spoke to five residents, six members of staff and the manager and also a relative who was visiting at the time. Care Homes for Older People Page 5 of 17 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 6 of 17 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 7 of 17 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service experience good quality outcomes in this area. Prospective people to use the service have their needs assessed prior to admission to the home. Intermediate care is not provided by the home. Evidence: From the written evidence found in four residents files good individual pre- admission assessments are now being recorded from which individual care needs, lifestyles, choices and preferences can be addressed. A relatives feedback showed that they were provided with good information about the homes services prior to admission to the home. Care Homes for Older People Page 8 of 17 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service experience good quality outcomes in this area. The health and personal care that people receive is based on their individual need. The principles of respect, dignity and privacy are put into practice. We have made this judgment by using a range of evidence including a visit to this service. Evidence: Care records are well completed and address the holistic needs of the individual there is evidence recorded that the records are regularly reviewed and updated. Staff spoken to in the home are aware of residents care needs and were able to demonstrate by answering questions how these are met. Residents spoken to expressed satisfaction with the homes services. Care Homes for Older People Page 9 of 17 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service experience good quality outcomes in this area. Social and recreational activities meet individual needs. We have made this judgment using a range of evidence including a visit to this service. Evidence: There is good evidence that residents enjoy a range and choice of activities in the home these are well recorded. Staff provided evidence of individual residents preferences and choices being met in their response to questions asked. Care Homes for Older People Page 10 of 17 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service experience good quality outcomes in this area. People who use the service are able to express their concerns and have access to an effective complaints procedure, are protected from abuse and have their rights protected. Evidence: The homes Complaints policy is comprehensive and accessible copies of this are kept in the homes entrance area. Staff when questioned are aware of the procedures to follow to protect the residents. Residents personal monies were when checked being appropriately managed. Care Homes for Older People Page 11 of 17 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service experience good quality outcomes in this area. The physical design and layout of the home enables people who live there, to live in a safe well maintained and generally comfortable environment. Evidence: The home is well decorated and generally well maintained. Care Homes for Older People Page 12 of 17 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use this service experience adequate quality outcomes in this area. Staff at the home are trained and in sufficient numbers to support the people who use the service. We have made this judgment using a range of evidence including a visit to this service. Evidence: Staff recruitment procedures have improved since the last inspection based on the evidence seen in the files. Duty rosters show satisfactory staffing levels are being maintained. Records and evidence from staff show that staff supervisions are not taking place on a regular basis. Information regarding staff training is difficult to follow in the records seen. 50 of homes staff are trained at NVQ level 2 or above. Care Homes for Older People Page 13 of 17 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service experience adequate quality outcomes in this area. The management and administration of the home is based on openness and respect and generally has effective quality assurance systems in place. We had made this judgment using a range of evidence including a visit to this service. Evidence: The manager of the home has good systems in place to ensure the good running of the home however time spent away from the home of late has had some impact on the running of the home, an example of this was seen in the regularity of supervision for staff. Staff spoken to viewed the manager as being a good communicator and supportive. A relative also said that she was accessible and supportive. Management systems and records that were checked were found to be satisfactory. Relative meetings at present are not from the information seen occurring regularly. Care Homes for Older People Page 14 of 17 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 15 of 17 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 19 23 The footpath leading to the entrance of the home must be repaired. To ensure the safety of residents, staff and visitors. 05/11/2008 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 2 19 30 The designated residents smoking room is quite spartan and bare and needs to be made more homely. The manager of the home should purchase a wall planner so that they can better track and record staff mandatory training The manager needs to be regularly present in the home to properly discharge their duties and responsibilities. 3 31 Care Homes for Older People Page 16 of 17 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 17 of 17 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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